Refund policy

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

How do I return an item?

We hope that our supporters are happy with any purchase made online but if there is something wrong with an item and you would like a refund or to exchange an item, email us at Orders@mentalhealth.org.uk providing details of your order to enable us to identify your purchase. Please note the Mental Health Foundation operates a 30-day returns policy on all products purchased online, email or telephone.

Items should be returned along with a copy of your order number to:

Returns

Mental Health Foundation

Studio 2, 197 Long Lane

London

SE1 4PD

Unless returning an item due to a manufacturing fault, each costumer will bear the cost of returning the goods. We would strongly recommend obtaining proof of postage, as the Mental Health Foundation can only take responsibility for the items once we have received it.

Cancelling your order?

If you are not happy with an item for any reason and would like to cancel the order for a refund, you have 14 days from the delivery date to change your mind and cancel your order. Please ensure the product is returned to us before the expiration of the 14-day period to be eligible for a refund.

We may withhold a refund until we have received the products back from you or once you have submitted evidence of returning your order.  

What items are excluded from returns and refunds policy:

• clearance items reduced to half price or less
• products with a hygiene seal such as face coverings.

When can I expect to receive a refund or replacement?

We will:

• refund the sums paid for the item including delivery costs (up to the amount charged for the least expensive kind of delivery service we offer)
• supply a replacement (where we have the relevant item in stock)

Once the items have been received and deemed unsatisfactory, a refund will be processed or replacement sent within 5 – 7 working days.

Please note that we cannot offer a refund for any item where a suggested donation was made at the time the item was ordered as this is an optional payment and not a payment for the item. Mental Health Foundation is only permitted to return donations in limited circumstances if we can establish the making of the donation was a genuine mistake or there are other legal grounds for returning the donation.